“I’m the customer…do what I say.” “That’s my money – I want you to do this!” “The customer is always right!” Have you heard this before? Is the customer always right? My answer is no. In fact, you may be saying – from your own project experiences – is the customer ever right?
Now, for all you customers out there
When the customer is paying for the project engagement – remember that it’s always their money at stake – they may feel like they have all the say. At the very least we must be understanding of their need for control and oversight and be sympathetic for their needs for their opinions and desires to be made known and to be heard and incorporated. We must be diplomatic…no matter how wrong or misguided their wishes and desires for the project may be. Diplomatic.
The customer may only be focusing on a symptom. Always ask questions. It makes you look smarter anyway, but it may save the project….seriously. When the customer comes to you with the need, no matter how certain they may be of that need, it is still your job to ask questions. Discuss the need with the project sponsor. Meet with the end users to identify what they feel the issue or need is. The real need may be deeper – the customer may only be coming to you with a symptom of the real problem. If you don’t tell the customer they are wrong and solve their real need, you may be only putting a band-aid on the real problem and when that becomes evident, you’ll have a very frustrated and dissatisfied customer on your hands.
The customer may
The customer may be
What we’re talking about here, though, is the other side of the coin. The customer can be asking for add-on services or functionality as part of the solution that they don’t really need. Essentially gold-plating their own project. If we see this – then it is our duty on the delivery side to identify those situations, alert the customer and work to keep the customer costs as low as possible.
Summary
What the delivery team needs to keep in mind – and that starts with the project manager – is that even though it’s the customer’s project…it’s really their delivery. Their end solution. Once you signed on to be the project manager it became your responsibility to do your best to provide a successful end solution. And if you know that the customer’s preference is not going to get you there, then you must disagree and point out that their way is not going to be the best way. If they can never accept that then you have to make a decision to move forward with what they want or bail…but
Choosing the right tool is crucial for the success of your project. Telerik TeamPulse agile project management software allows you to expressively define and effectively manage requirements. The product enables you to easily capture ‘user stories’ (high-level informal statements of requirements), associate them to
A Business Solution Designer and IT/PM consultant and author with over 25 years of software development, management, and project management experience leading initiatives in Manufacturing, Government Contracting, Gaming and Hospitality, Retail Operations, Aviation and Airline, Pharmaceutical, Start-ups, Healthcare, Higher Education, Non-profit, High-Tech, Engineering and general IT. Brad is married, a father of 9, and living in sunny Las Vegas, NV.